Refund policy

Updated October 19, 2026 (Los Angeles). These terms apply to orders placed after this update. Earlier orders remain subject to the policy in effect when the order was placed.

Our arrival quality guarantee

Please inspect your jewelry when it arrives. If it arrives damaged or defective, or differs from your confirmed order because of an error on our part, please email contact@moreasupply.com within 24 hours of delivery with your order number, a brief description and clear photos showing the issue. This helps us assess its condition on arrival. If you cannot provide photos, please contact us so we can discuss another way to assess it.

Once we verify a covered issue, our first solution is a complimentary replacement, including free shipping. You may keep the original piece; no return is required for an approved replacement.

This guarantee does not cover damage caused after delivery by wear and tear, accidental pulling or snagging, misuse or alterations. Reports received after 24 hours will be assessed using the available evidence and applicable consumer rights. Reporting later does not, by itself, establish that you caused the damage or exclude a manufacturing defect.

These terms do not limit mandatory consumer rights, including any entitlement to a refund or other remedy. Orders placed before this policy update remain covered by the terms in effect when they were purchased. We will honor any broader guarantee displayed at the time of purchase.

Personalization, addresses and changes

Each piece is crafted using the details in your confirmed order. Please carefully check names, spelling, name order and your complete shipping address, including any apartment or unit number.

Noticed a mistake? Contact us right away and we will gladly check whether a correction is still possible. Personalization changes depend on production status, and address changes depend on shipping status. A correction is confirmed only when our team explicitly confirms in writing that it has been made.

Customer-entered personalization or address errors are not covered by our complimentary replacement guarantee. If this happens, please reach out so we can explore available options and explain any costs before you decide. If the error is ours, we will make it right at no cost to you.

Because each piece is personalized, we cannot accept returns or exchanges for change of mind. Change-of-mind personalization changes and cancellations are unavailable after production is confirmed. This does not affect claims for defective, incorrect or undelivered goods, or mandatory consumer rights.

Returns and return shipping

No return is required for an approved replacement. If we require an item to be returned for another approved claim under our quality guarantee, we will email you a prepaid shipping label and return instructions at no cost to you. Please contact us before sending an item back.

Refunds

We will notify you when your refund is approved. If a return is required, we will review it after receiving and inspecting the item. Approved refunds are issued to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund. If more than 15 business days have passed since approval, contact us at contact@moreasupply.com. Any shorter deadline required by applicable law takes precedence.

Packages stolen after delivery

Our quality guarantee does not cover theft after confirmed delivery to the correct shipping address, including theft from a doorstep, mailbox, reception area, or shared package room. Except where required by law, we do not provide refunds or free replacements for packages stolen after confirmed delivery.

If tracking shows delivered but you cannot find your package, contact us at contact@moreasupply.com so we can help review the delivery evidence and assist with a carrier inquiry. This does not exclude claims for non-delivery or delivery to the wrong address, or affect your statutory rights.

Your statutory rights

Our arrival quality guarantee is in addition to, and does not limit, any mandatory consumer rights. Any legal guarantees for defective or misdescribed goods, longer claim periods, and cancellation rights that apply in your country remain unaffected.

Where European Union withdrawal rules apply, goods made to your specifications or clearly personalized are generally exempt from the 14-day change-of-mind withdrawal right. This exception does not affect your rights concerning faulty or misdescribed goods.